Jason Duke, Mba, Ssgb Email & Phone Number

New Hartford, New York, United States

Ballston Spa, New York

• Works with minimal supervision to recognize, investigate and resolve complex coverage,liability, and damage issues.• Handles claims involving first party and/or third-party litigation, through all stages, which mayinclude complex/non-routine lawsuits, alternative dispute resolution, and extra-contractualdamages.• Serve as a resource for complex/non-routine claim issues, to include understandingand applying applicable state regulations in complex situations.

Albany, New York Area

• Responsible for all operations within a $5 million a year repair facility.• Hired, trained, motivated, counseled and monitored the performance of all center staff.• Reviewed estimates to ensure accuracy and compliance with Company and Client guidelines.• Ensured client accounts are managed properly and staff are updated to any changes.

Albany, New York Area

• Assisted regional management in the In-House (Desk) Appraisal channel by coaching and developing the Lean management system principles in place, to address opportunities found within the organization and standard work.-- Collaborated with Product team to pilot an independent adjuster team that served to provide the best available product to our In-House (Desk) Appraisal team for ready-to- complete work. The team had an overall success rate of 63% when follow-up to the customer was needed. The team’s success led to it becoming a permanent role.• Selected to carry out the Automobile Field Co-Branding Deployment (Merging of Liberty Mutual and Safeco resources). Leveraged skills in leadership, scheduling, organization, and collaboration to successfully deploy countrywide and on schedule.-- Developed a countrywide training program for both Personal Lines and Safeco.-- Facilitated 90% of all training classes live, using appraiser subject matter experts to execute a hands-on-approach to training that aligned with the appraiser's daily activities.-- Gave continuing support to country on-demand in requests for assistance in claim handling, appraisal process, and CCC One as well as utilizing this time to collaborate with the Appraisal Product Team to institute any countrywide guideline changes• Facilitated and owned problem-solving projects using the Lean Six Sigma approach to identify, root cause, countermeasure, and implement solutions at an organizational level.-- Facilitated sessions for the largest opportunities identified during an Executive Leadership Diagnostic. The countermeasures identified have received approval for deployment to the organization.

Albany, New York Area

• Led a team of automobile field appraisers in delivering exceptional customer service and estimatics quality.-- Operated at a 4.31 customer service score (CSAT) in comparison to a regional result of 4.20, and the countrywide result of 3.86. Fourth quarter CSAT result in 2014 was a 4.38, contributing to the only region to meet CSAT goal of 4.30, in comparison to a countrywide average in that quarter of 3.99.-- In 2015, was able to lower severity by $50. In 2017, severity was down $150; while zero to three model year old vehicle mix increased 7% from 47% to 53%.• Subject matter expert for Personal Insurance in the CCC One deployment countrywide. Working with Product teams from Liberty Mutual and CCC as a pilot team member creating and deploying a training schedule.

Albany, New York Area

• Supervised a diverse team of six automobile appraisers, two dispatchers, two salvage assistants and varying amounts of temporary staff.• Implemented processes and action plans to move individuals to meet measured metrics of production and quality while providing peace of mind to our customers.-- Led the country in 2015 with a 4.37 CSAT compared to a countrywide average of 4.07. -- Led the country in 2014 with productivity result of 8.43/day compared to the company average of below 8.20/day.• Analyzed multiple streams of reports to obtain and apply data to obtain organizational results.• Collaborated with the Product team on In-House Automobile Appraiser Standard Work, productivity metrics, and Dispatch Standard Work for partner repair facilities activities.• Worked with various offices, Product teams, and Field Management to create a salvage plan for post-Superstorm Sandy in New York as well as carrying on day-to-day operations.• Fulfilled role of subject matter expert for inside appraisal operations during new lean-based management system design phase in Albany claims office.

Albany, New York Area

• Assisted customers and claims department by generating an estimate for damaged vehicles to expedite the claims process. • Assisted claims adjusters in reviewing vehicle damage to determine facts of loss and liability• Member of a team environment supporting the expeditious process of claims handling. This resulted in productivity being top three in production while meeting other set goals. • Assisted other offices, when necessary, for appraisals, first notice, or other needs delegated by the organization. This included available for deployment in support of a catastrophe.

Albany, New York Area

• Assisted customers in handling their vehicle repairs while coordinating those repairs with insurance companies.• Responsible for making a damage repair plan during meticulous inspection of vehicle damage which resulted in only a 15% supplement rate. • Ensured that vehicle repairs were on track for delivery date, updated customer and insurance companies during repair process.• Quality inspected completed vehicles prior to delivery to ensure a quality repaired vehicle is delivered to the customer.• Responsible for writing over $2.5 million in sales a year.

Albany, New York Area

• Handled automobile insurance claims from start to finish to include clearing coverage issues and liability decisions in accordance with New York State Vehicle Traffic Law.• Completed automobile estimates on a wide range of vehicles and extents of damage.• Ensured that customer service comes first and realizing that the customer is what drives a successful business

Worldwide

KC-130 Flight Mechanic (6030)• Assisted other work centers, as required, by repairing system discrepancies for fourteen aircraft.• Assisted in the instruction of Flight Mechanic students.• In the work center I analyzed workload and assigned staff accordingly while communicating and interacting effectively with all departments of maintenance.• As senior flight mechanic, maintained flight schedule requirements, as well as developing, and maintaining databases, reports, and all records applicable to the work center.• Responsible for the continued development of up to 26 Flight Mechanics in their role and as their continued progression as a Marine.• Multiple military leadership, team building, and development courses

Master Of Business Administration (M.B.A.), Computer/Information Technology Administration And Management, 3.89 Gpa

Activities and Societies: Sigma Beta Delta

Bachelor'S Degree, Management Information Systems, General, 3.90 Overall, 4.00 In Major

Activities and Societies: Sigma Beta DeltaCompleted degree in Management of Information Systems - graduated Summa cum Laude

Certification, Six Sigma Green Belt